Contact center

• Introducing Agent Assist in select regions
• Use Architect system and user prompts in Genesys Dialog Engine Bot Flows
• Workforce management shifts and shift history management enhancements
• Update ACD and language skills on an interaction in a queue with Routing API

Deprecations

• Workforce management time-off requests for non-consecutive days deprecation

View details

Collaborate

• Collaborate chat improvement

Communicate

• Customize caller ID information with prioritized caller selection

Contact center

• Create workforce management schedules without a forecast
• Workforce management schedule validation error severity enhancement
• Simplified recording and quality policy configuration
• Evaluation summary in agent activity view

Integrations

• Automatic log out of single sign-on provider

View details

Contact center

• Redesigned roster in agent interaction UI
• Performance views for Predictive Engagement action maps, segments, and outcomes
• Set skills and interaction priority in Architect in-queue flows
• Audit log viewer for workforce management time-off requests and shift trades

Integrations

• Delete data actions support

Deprecations

• Architect Get Journey Sessions by Customer action removal

View details

Contact center

• Access control enhancement for call recording segments

Deprecations

• Workforce management adherence permission change

View details

Communicate

• EMEA numbers available for Genesys Cloud Voice US and Canada

Integrations

• Introducing the Amazon EventBridge integration
• Introducing the Nuance Mix integration for voice and digital flows

Deprecations

• Agent interaction UI collapse/expand control removal
• Horizontal script panel in agent interaction UI removal
• Workforce management historical data import service JSON format endpoint deprecation

View details

Contact center

• Voice interaction coaching and monitoring
• Data actions as a voice campaign pre-call or post-call rule action
• Automatic bot responses
• Assign flow outcome within divisions
• Sentiment score metric added to Transcripts Aggregate API
• Polish voice transcription support

Deprecations

• Workforce management adherence permission change
• API endpoint change for supported topic spotting dialects

View details

Contact center

• Time-off enhancements for workforce management
• Ensemble model and Theta method for workforce management automatic best method forecasting
• Additional columns and filter in Queues Performance views
• Additional recording and evaluation filters and columns in Interactions view
• Development Aggregate API for development and feedback modules
• Additional French sentiment analysis support
• Screen recording download permission

View details

Contact center

• Channel switching in agent interaction UI
• Agent escalation configuration in Genesys Cloud Dialog Engine Bot Flows
• Get External Contact and Get External Organization actions in Genesys Cloud Dialog Engine Bot Flows
• Filter interaction transcripts by customer sentiment score and trend in Content Search view
• Audit log viewer for workforce management historical imports

View details

Contact center

• Introducing knowledge workbench
• Build knowledge bots in Genesys Cloud Dialog Engine Bot Flows
• External tag filter for interactions in Performance views
• Filter digital interactions by media type in Content Search view
• Access workforce management in forecasting historical data via API

Platform

• Proof Key for Code Exchange grant for OAuth 2 authorization

View details

Collaborate

• Video chat enhancements

Contact center

• Introducing open messaging
• Gamification leaderboard scope and reporting intervals customization
• Enhanced agent workforce management schedule views in Genesys Tempo mobile application

Integrations

• Introducing the Zoom Meetings integration
• Salesforce Omni-Channel chat routing in Genesys Cloud

Deprecations

• Collaborate call functionality on mobile devices deprecation
• Journey JavaScript SDK specific mappable customer traits deprecation postponement

View details

Contact center

• Audit log viewer for workforce management forecasts

View details

Contact center

• Introducing Architect flow outcome milestones
• View bot flow utterance history
• Enhancements to workforce management forecasts

Deprecations

• Incoming non-voice interaction alert ringtone change
• Reduced data retention period for journey history change

View details

Contact center

• Add external links for coaching appointments
• View participant data attributes in the interaction detail page
• Audit log viewer for workforce management schedules and work plans

Deprecations

• Journey JavaScript SDK specific mappable customer traits deprecation
• Predictive Engagement webhooks deprecation
• Reduced data retention period for journey history postponement
• Predictive Engagement outcome limitation change postponement

View details

Contact center

• Introducing Architect Dialog Engine bot flows
• Introducing performance management and gamification
• Track agent attrition
• View historical data within workforce management best method forecasts
• Introducing historical data import for workforce management best method forecasting
• New Adobe Experience Platform Launch extension for Predictive Engagement

Deprecations

• CIDR IP address range for cloud media services change

View details

Communicate

• BYOC Cloud custom SIP headers for improved carrier interoperability
• Extended maintenance window for cloud-based Edge updates

Contact center

• Introducing programs, topics, and phrases for speech and text analytics
• US English, UK English, Australian English, and US and Latin America Spanish programs, topics, and phrases support
• Coaching appointment scheduling with workforce management
• Receive agent workforce management schedule and time off request notifications on iOS and Android devices

Integrations

• Introducing the Zoom Phone integration

Deprecations

• Replace call with voice in Sentiment Aggregates API change

View details

Contact center

• Workforce management work plan validation enhancements
• France French, Canadian French, Italian, and Brazilian Portuguese voice transcription support

View details

Communicate

• DID and toll-free number management enhancements

Contact center

• Sentiment analysis for digital interactions
• Voice transcription enhancement in speech and text analytics API
• Undo or redo changes to a workforce management work plan
• Genesys Predictive Engagement rebranding

Deprecations

• Export Media Types and Role real-time columns data into .csv files deprecation
• Limit journey and interaction history for external contacts and organizations to 365 days deprecation

View details

Platform

• Clone a user in an authorized organization enhancement

Communicate

• Identify assigned phone numbers

Contact center

• Enhancements to the workforce management rescheduling process
• Improved estimated wait time calculation
• Turn off evaluation form question group weights

Deprecations

• Replace call with voice in Sentiment Aggregates API change
• Analytics Conversation Detail Endpoint API maximum record per query change
• Limit journey and interaction history for external contacts and organizations to 30 days deprecation postponement
• Analytics User Detail Endpoint API query interval change postponement
• Analytics Conversation Detail Endpoint API query interval change postponement

View details

Contact center

• Introducing workforce management work plan rotations
• Add an interaction to an existing coaching appointment
• Interaction’s detail page improvements
• WEM add-on price reduction
• Routing Used filter and column in Performance views
• Provider filter in Performance views

Deprecations

• Screen recording policy changes for Genesys Cloud 2 users postponement

View details

Contact center

• Workforce management planning group improvements
• View agent development activities using APIs

Integrations

• Interaction widgets for client application integrations

Deprecations

• Screen recording policy changes for Genesys Cloud 2 users

View details

Communicate

• Geo-Lookup TURN for WebRTC implementations

Contact center

• Download individual non-voice interaction recordings
• View agent workforce management schedules on iOS devices
• Sync workforce management schedules to external calendars with QR codes
• Pass data between Genesys Cloud and Google Dialogflow
• Long code support for outbound SMS campaigns
• Save and dial non-E.164 numbers for external contacts

Platform

• Desktop applications have a new name

Deprecations

• Genesys Cloud Ruby SDK deprecation

View details

Contact center

• UK English and Australian English voice transcription support
• View an agent’s secondary status in select views
• Contact list filters for messaging campaigns
• Export skill and language group queue metrics in Queues Performance Detail view

Integrations

• Introducing Genesys Cloud for Salesforce SDK

Platform

• The Resource Center has a new name

View details

Contact center

• Introducing voice transcription
• View workforce management schedule changes with the audit log viewer
• Third-party text-to-speech (TTS) engines for bot integrations
• Configure intent disambiguation in Genesys Dialog Engine
• Agent toolbar usability improvement

Deprecations

• Internet Explorer support for Genesys Cloud embedded client deprecation

View details

Communicate

• Port DID number management enhancement for Genesys Cloud Voice

Contact center

• View agent workforce management schedules on Android devices
• Google Dialogflow integration in Architect chat and messaging flows
• Digital flow support for Flow Performance views
• New filters for Flow Performance views
• Performance Dashboards enhancement

Deprecations

• TLS 1.1 protocol deprecation removal

View details